CS Shift Leader

Responsibilities:

• Manage the day to day operation within your assigned team including process escalating, quality checking and staffing needs
• Improve the customers’ experiences by understanding and focusing on demand management, measuring how the team are doing and driving the necessary actions for improvement
• Ensure customer expectations are achieved/exceeded through excellent customer service
• Support the agents on providing accurate, efficient resolutions to complex escalated customer issues.
• Identify, remove obstacles (if needed), then frames and escalates issues to related departments if they cannot be resolved quickly.
• Provide leadership, coaching and mentoring to inspire, guide and empower team members to achieve operational goals
• Support individuals to achieve their personal goals including goal setting, development planning, performance evaluations, performance improvement, motivation and recognition
• Support effective communication across the departments and create a positive work environment.
• Create an effective team by motivating, solving problems and dealing with conflict
• Provide regular, transparent feedback and reporting on team performance to Supervisor/Manager/Head of Department
• Stay up to date on the latest industry trends, technology and best practices

Requirements:

• Minimum of 2-3 years customer service experience, with at least one year in team lead/supervisor/ manager experience in a Customer Service environment
• Proactive attitude, hardworking, methodical and very structured, able to work both independently and within a team
• Excellent verbal and written communication skills – both Vietnamese and English, as well as Google Workspace
• Skills in listening, problem solving, conflict handling as well as analysis, planning, management of competing priorities to meet multiple deliverables and deadlines
• Creativity in seeking new and better solutions, and forward thinking
• Ability to learn and adapt in a fast moving environment
• Familiarity with Ecommerce is a plus
• Experience in team management with strong leadership skills driven by achieving/exceeding predetermined company targets and KPI’s.
• Familiarity with shift working and shift management
• Have an advantage if candidate used to work in bank, finance, crypto industry
• Supportive and positive
• Integrity and humble